Complaints Procedure
Kwik Accident Helpline has very high standards which we are determined to maintain. Any complaint will be fully investigated free of charge. At the conclusion of any internal complaints handling procedure you also have the right to complain to the Claims Management Ombudsman, full details of this, their address and our complaints procedure is set out below.
1. How do I make a complaint?
1.1 You can contact us in writing by letter, email or by speaking with our director, Phillip Gibson. Phillip can be contacted by letter at Unit 38 Unit 38, Listerhills Science Park, Campus Road, Bradford, West Yorkshire, United Kingdom, BD7 1HR or email on phil@kwikaccidenthelpline.co.uk or by telephone on: 0800 999 6668.
1.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
1.2.1your full name and contact details
1.2.2what you think we have got wrong
1.2.3what you hope to achieve as a result of your complaint, and
1.2.4your file reference number (if you have it)
1.3 If you require any help in making your complaint, we will try to help you.
2. How will you deal with my complaint?
2.1 We will record your complaint.
2.2 We will write to you within three working days acknowledging your complaint, if possible, providing A Summary Resolution communication and enclosing a copy of this policy.
2.3 A Summary resolution communication will summarise your complaint and why we think the complaint is now resolved. We will provide you with details of the Claims Management Ombudsman (see section 4) and time limits for contacting them
2.4 If we cannot provide a Summary Resolution communication in 3 days:
2.5 We will investigate your complaint. This will usually involve:
2.5.1reviewing your complaint
2.5.2reviewing your file(s) and other relevant documents, and
2.5.3speaking with the person who dealt with your matter
2.6 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
2.7 We will update you on the progress of your complaint at appropriate times.
2.8 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
2.9 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement. We must resolve your complaint in 8 weeks.
3. What if I am not satisfied with the outcome?
3.1 If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.
3.2 If you remain unhappy with our final response, you can ask the Claims Management Ombudsman to investigate your complaint. You have the right to complain to the Claims Management Ombudsman, an independent complaints body that deals with financial service complaints. You can contact the Claims Management Ombudsman:
3.2.1by post at Exchange Tower, Harbour Exchange, London, E14 9SR
3.2.2by telephone: 0800 999 6668, or
3.2.3by text 07860 027586
3.2.4by email: complaint.info@financial-ombudsman.org.uk
3.2.5or online at: https://help.financial-ombudsman.org.uk/cmc
3.3 You have the right to refer your complaint to the Claims Management Ombudsman Service free of charge. You must do so within six months of the date of our final decision.
3.4 If we have not issued a final decision, you may bring a complaint to the Ombudsman up to six years from the date of the event complained or, if later, three years from when you realised (or should have realised) that there was a problem.
3.5 If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
3.6 We also enclose a copy of the Claims Management Ombudsman leaflet, “Want to take your complaint further?”
3.7 We will not charge you for handling your complaint.